International Case Coordinator

Job Summary

The International Case Coordinator is a senior-level customer service leader responsible for overseeing and executing all aspects of air medical case management for international and travel-related transports. This role serves as the primary liaison between the company, patients, international hospital case managers, travel insurance carriers, international insurance partners, and internal operational teams to ensure seamless, compliant, and customer-focused patient transports across borders.

The Coordinator plays a critical role in mission oversight, relationship development, and driving growth by delivering exceptional service, strengthening referral partnerships with international hospitals and travel insurance/assistance companies, and supporting strategic expansion of REVA's international footprint.

Essential Functions and Responsibilities include the following: % of Time

• Ensure accurate intake, documentation, and coordination of international and travel-insurance

patient transport cases from request through completion, including cross-border regulatory and

customs documentation. 40%

• Maintain key existing relationships/partnerships with travel insurance carriers, international

assistance companies, and international hospital networks as assigned, including assistance in

selling or coordination of transports. 10%

• Coordinate closely with operations, dispatch, clinical teams, and flight crews to ensure timely,

safe, and efficient execution of international repatriation and travel-insurance transports. 10%

• Liaison for REVA Operations Center to Revenue Cycle Management Team on international

insurance billing, travel insurance claims, and international hospital invoicing. Coordinate to

provide process improvement and efficiencies for patient transport. 5%

• Partner with sales and leadership teams to support new international accounts, travel insurance

carrier renewals, and international market expansion. 5%

• Act as a senior escalation point for complex, sensitive, or high-priority international and travel-

insurance cases. 5%

• Work closely with communications center leadership to provide timely updates regarding

international business and demographic changes, including competitive intelligence on travel

insurance and international medical transport markets. 5%

• As a leadership position, will provide support to ROC operations as needed for Resource

Manager duties and ROC support as needed. 10%

• Responsible for assuring that all international business activities are in compliance with

designated REVA standards and applicable international regulations. 5%

• Other duties as assigned. 5%

Additional Job Requirements

Regular scheduled attendance.

• Indicate the percentage of time spent traveling: 10%

• Travel may include domestic U.S. and international travel; must maintain a valid passport and appropriate travel documentation.

Subject to applicable laws and REVA's policies, regular attendance is an essential function of the position. All employees must follow REVA's employment practices and policies.

Supervisory Responsibilities

May be responsible for direct supervisory duties if assigned a direct report. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, selecting, hiring, and training employees; planning, assigning, and directing work; appraising performance, rewarding and disciplining employees; and addressing complaints and resolving problems. For Exempt Managers: Managers who carry out these responsibilities for two or more employees will have significant input in hiring and termination decisions.

Qualifications

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. In accordance with applicable laws, REVA will provide reasonable accommodations that do not create an undue burden so disabled employees may perform the essential functions of the position.
Education & Experience

• Bachelor's degree from a four-year college or university, or five (5) years of related experience and/or training within aviation, international medical transportation, or travel insurance services; or an equivalent combination of education and experience. • Five (5) years' experience working with case management, travel insurance carriers, international assistance companies, or international insurance providers.

• Experience working with international hospitals, hospital case managers, or global provider networks preferred.

• Experience in medical transportation services or international health care business development/sales preferred.

• Demonstrated ability to manage a remote, geographically distributed team.

• Working knowledge of international regulatory, customs, and cross-border documentation requirements for medical transport.

Skills

• Effective oral and written communication skills, including with international partners across time zones and cultures.

• Ability to manage and administer a broad range of tasks.

• Ability to exercise sound judgment and make decisions in a manner consistent with the essential job functions.

• Ability to prepare written reports, correspondence, and presentations to senior leadership.

• Proven leadership and professional demeanor; excellent interpersonal skills.

• Ability to build and maintain positive relationships with international hospitals, travel insurance carriers, and international insurance partners, internally and externally.

• Proven leadership in a sales environment.

• Familiarity with international insurance claims, travel insurance/assistance company workflows, and guarantee-of-payment processes.

• Bilingual or multilingual proficiency is preferred, with Spanish strongly preferred.

Computer Skills

• Intermediate proficiency with Microsoft Suite, including Word, Excel, PowerPoint, Power BI, and Outlook.

• Prior CRM knowledge, such as Microsoft Dynamics, Salesforce, etc.

Certificates, Licenses, Registrations

None; a valid passport is required.